Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Heaven Cruz

Las Vegas,NV

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

10
10
years of professional experience

Work History

Content Moderator

Telus International
06.2023 - Current
  • Enhanced user experience by diligently monitoring and removing inappropriate content from platform.
  • Maintained high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
  • Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
  • Enhanced data-driven decision-making through regular reporting of key moderation metrics to management.

Operations CSR IV

Telus International
08.2021 - 06.2023
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Managed approximately 20 incoming calls, and emails.
  • Assist with technical problems on devices including IOS, Androids, laptops, desktops, Alexa, and tablets.
  • Assist with book returns.
  • Assist with unknown charges.
  • Assist with membership signups/ cancellations.
  • Assist with refunds.
  • Building rapport with customers.
  • Process orders, address billing questions, and resolve technical issues, for visually and visually impaired customers
  • Answered constant flow of customer calls with minimal wait times.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Registered Medical Assistant

Las Vegas Skin And Cancer Clinics
10.2018 - 08.2021
  • Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physician instructions.
  • Obtained and documented patient medical history, vital signs and current complaints at intake.
  • Called and faxed pharmacies to submit prescriptions and refills.
  • Completed EKGs and other tests based on patient presentation in office.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
  • Assisted with routine checks and diagnostic testing by collecting and processing specimens.
  • Explained procedures to patients to reduce anxieties and increase patient cooperation.
  • Helped improve patient outcomes by educating and advising on relevant treatments and care.
  • Collected and documented patient medical information such as blood pressure and weight.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Measured patient pulse oximetry.
  • Oriented and trained new staff on proper procedures and policies.
  • Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
  • Taught patients about medications, procedures, and care plan instructions.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
  • Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.

Front Desk Manager

La Quinta Inn & Suites
10.2016 - 10.2018
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Stored guest valuables in safe and individual boxes for security.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Introduced customers to resort amenities with pleasant and helpful demeanor.
  • Attended staff meetings and brought issues to attention of upper management.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Resolved guest complaints by addressing issues with rooms promptly.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Checked guests in out of hotel, made reservations, and processed payments.
  • Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.

Room Attendant

La Quinta Inn & Suite
07.2016 - 10.2016
  • Changed bed linens and collected soiled linens for cleaning.
  • Polished fixtures to achieve professional shine and appearance.
  • Returned emptied garbage receptacles to proper locations.
  • Swept high ceilings, tight spaces and around furniture to remove built up dust and cobwebs.
  • Completed special housekeeping actions such as turning mattresses on set schedule.
  • Trained new employees on departmental procedures and provided assistance in finding cleaning supplies.
  • Engaged with guests on room requirements and amenities to promote overall satisfaction.

Room Attendant

Vdara Hotel And Spa
10.2014 - 10.2015
  • Changed bed linens and collected soiled linens for cleaning.
  • Polished fixtures to achieve professional shine and appearance.
  • Handled requests for extra linens, toiletries and other supplies.
  • Washed and put away kitchen dishes, utensils and glassware.
  • Vacuumed carpets, mopped floors and dusted surfaces to maintain spotless environment.
  • Maintained spaces with routine upkeep and basic repairs, coordinating with management on more advanced needs.

Education

Registered Medical Asssitant - Medical Assitant

Northwest Career College
Las Vegas, NV
09.2016

High School Diploma -

Conrad Schools Of Science
Wilmington
05.2012

Skills

  • Medical Terminology Knowledge
  • Administrative and Office Support
  • Microsoft Word/Excell
  • Multi-Line Phone Talent
  • Membership Inquiries and Renewals
  • Refund Processing
  • POS Systems Expertise
  • Staff Training
  • Customer Service
  • Calm and Professional Under Pressure
  • Problem-Solving Ability
  • Customer Retention Strategies

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Content Moderator

Telus International
06.2023 - Current

Operations CSR IV

Telus International
08.2021 - 06.2023

Registered Medical Assistant

Las Vegas Skin And Cancer Clinics
10.2018 - 08.2021

Front Desk Manager

La Quinta Inn & Suites
10.2016 - 10.2018

Room Attendant

La Quinta Inn & Suite
07.2016 - 10.2016

Room Attendant

Vdara Hotel And Spa
10.2014 - 10.2015

Registered Medical Asssitant - Medical Assitant

Northwest Career College

High School Diploma -

Conrad Schools Of Science

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Heaven Cruz